365 Response

365 Smart Platform

Platform for: -Dispatch and logistics, automated planning tools for the co-ordination and management of ambulance and patient transport, school, special educational needs, dial-a-ride, DRT, group/scooter hire. -Digital Transport Marketplace for real-time access to an assured supply network of transport providers across taxi, health and care. -Social Prescribing -Facilities Management


  • Online Digital Transport Marketplace for Health, Schools, Social Care
  • A DPS for assured, procured and digitised network of suppliers
  • Access national digital transport marketplace for ambulances and taxis
  • Access locally curated closed digital transport marketplace for ambulances, taxis
  • End-to-end activity tracking from booking to invoice validation
  • Contract management, real-time dynamic reporting and analysis for optimisation
  • Integrated Transport Platform with intelligent, automated route planning
  • Multiple transport applications including Schools/SEN, ASC, PTS, Community Transport
  • Independent Travel Training.
  • Multi-modal, secure FM software for delivery across regulated industries


  • Quality and Governance module driving compliance across all contracts
  • Cloud based, accessible on online devices, no server costs
  • Self-management app – book, manage and control own transport
  • Live mapping to track drivers, passengers and all resources
  • Marketplace module - dynamic purchasing system for additional resource
  • Open two-way API for interoperability and integration
  • Auto-planning for more efficient management of resources
  • Fully auditable, with user defined access rights driving visibility
  • Real-time reporting and live communications between driver and user
  • Scalable, pay-as-you go highly flexible model with rapid on-boarding


£0 to £175 per user per year

Service documents


G-Cloud 11

Service ID

9 7 8 0 2 8 3 7 5 8 3 0 6 4 5


365 Response

Sarah Fatchett

0333 2027 365


Service scope

Software add-on or extension
Cloud deployment model
Private cloud
Service constraints
Users will be informed in advance of any scheduled service downtime. This is scheduled for times when service usage is at a minimum.
System requirements
  • Microsoft Internet Explorer - minimum version 11
  • Microsoft Edge
  • Google Chrome
  • Firefox
  • Safari

User support

Email or online ticketing support
Email or online ticketing
Support response times
Same day.
User can manage status and priority of support tickets
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Phone support availability
24 hours, 7 days a week
Web chat support
Onsite support
Yes, at extra cost
Support levels
We provide a single all-inclusive Level of Support. The cost depends on customer size and usage as determined by the Pricing Document. Help desk facility available between 09:00 to 17:00 Monday to Friday with a 24/7 Out-of-Hours emergency line. Our team provide the following support:
• Assist Users with configuration of the platform
• Assist Users with any issues related to proper use of the platform
• Determine and fix errors in the platform
Our team will respond to requests made through the help desk in accordance with the following support levels:
Critical: within 60 minutes e.g. where the website portal is inaccessible, returning 500 error or 404 error.
Serious: within 90 minutes e.g. where the website portal is accessible, but unable to perform vital function such as assign staff member to journey.
Moderate: within 2 hours e.g. where the website portal is accessible, but unable to perform functions which are not vital to service delivery such as access staff record details.
Minor: within 4 hours e.g. where the website portal is accessible, but unable to perform functions which are not vital to service delivery.
We provide a technical account engineer and cloud support engineer as part of our service.
Support available to third parties

Onboarding and offboarding

Getting started
We have comprehensive and user-friendly onboarding and offboarding processes.

We carry our clear and positive engagement with key stakeholders including users to ensure we gather the correct customer requirements.

During the mobilisation stage, we work with our customers to develop a detailed project plan which includes user training and support.

Train the Trainer sessions are agreed and scheduled for local experts/super users who will be admin users locally.

We also provide general system training to non-admin user groups via on-site training or by webex style remote training sessions.

Training guides and reference documents are also provided to support users to start using the service quickly and effectively.

Our post go-live support includes scheduling an agreed set of reviews to ensure that the users are using the service and all training needs are being met.
Service documentation
Documentation formats
End-of-contract data extraction
As part of the termination process, an offer will be made to provide a data extract to the customer. If accepted a CSV data extraction will be compiled, strongly encrypted and securely delivered to the customer.
End-of-contract process
As part of the termination process, an offer will be made to provide a data extract to the customer. If accepted a CSV data extraction will be compiled, strongly encrypted and securely delivered to the customer.

The customer will be offered the option of 365 Response securely hosting the encrypted termination data extraction for a specified period.

At the date of termination all customer data will be fully and irreversibly deleted from the platform and no further live use of the platform will be possible by the customer.

A termination agreement will be signed by both parties. There is an additional cost for data extraction which is determined as per the Pricing Document.

Using the service

Web browser interface
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
Application to install
Designed for use on mobile devices
Differences between the mobile and desktop service
Service interface
What users can and can't do using the API
Our API is RESTful, it is encrypted with an SSL TLS 1.2 SHA256 with RSA and secured using token based authentication, which the user (requester) can request using a valid username and API key within a GET request. The token will remain valid for 180 minutes after which a new token will need to be requested.

The API allows access to journey information, enabling the requester to GET and/or POST journey details and timestamps. The requester will not be able to Get any patient identifiable data, DELETE journey data or ACCESS the API without an authenticated token.
API documentation
API documentation formats
API sandbox or test environment
Customisation available
Description of customisation
Users with authority to customise (as determined by their security settings) can fully configure our service by setting up their own values in the system fields. Users can create tailored lists of options to allow for entry of bespoke user-specific terminology, enabling the application to be customised to their business sector.

For example, users can customise the values provided in drop-down menus with the contracts they have, the services they provide, the bases they operate from etc. Within certain areas of the system, the user can setup user defined fields which allow the label, data type and validation of the new field to be configured. Users can also set up customised logos and welcome messages.


Independence of resources
We continuously monitor the performance analytics of the system for customers and if due to increased load the performance metrics deteriorate we are able to provision additional system capacity on demand to restore performance.


Service usage metrics
Metrics types
Access to live information such as resource utilisation, page loading times and response times, number of successful request and bad request. The system also records the number of live and active users which is available to view on the system by other administrators.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request


Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
Datacentre security standards
Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency
At least once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
Physical access control, complying with CSA CCM v3.0
Data sanitisation process
Data sanitisation type
Explicit overwriting of storage before reallocation
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
In normal use, users can export data through inbuilt export tools such as MDS export templates. Data extracts can also be supplied by 365 Response as an additional service where the user does not wish to or is unable to complete a complex bespoke export.
Data export formats
Data import formats

Data-in-transit protection

Data protection between buyer and supplier networks
TLS (version 1.2 or above)
Data protection within supplier network
TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability
We guarantee the following level of availability:
Monthly uptime guarantee 99.95%
Monthly Uptime % = (Maximum Available Minutes-Downtime) / Maximum Available Minutes
Scheduled maintenance excluded. If service availability falls below the guaranteed level, customers are recompensed via service credits.
Approach to resilience
Our service is designed with a high level of resilience with primary hosting in UK South (London) and continuously carries out geo-replication to UK West (Cardiff). In the event of UK South failure, hosting will restart without interruption in UK West. Sessions are stored within the database to ensure continuity in the event of failover.
Outage reporting
Customers are notified of outages within 60 minutes via email.

Identity and authentication

User authentication needed
User authentication
Username or password
Access restrictions in management interfaces and support channels
Inbuilt user security allows customisation of access to all areas. This can be used to restrict access in management interfaces and support channels, to read only, full control or no access to each screen.
Access restriction testing frequency
At least once a year
Management access authentication
Public key authentication (including by TLS client certificate)

Audit information for users

Access to user activity audit information
Users have access to real-time audit information
How long user audit data is stored for
Access to supplier activity audit information
Users have access to real-time audit information
How long supplier audit data is stored for
How long system logs are stored for

Standards and certifications

ISO/IEC 27001 certification
Who accredited the ISO/IEC 27001
ISO/IEC 27001 accreditation date
What the ISO/IEC 27001 doesn’t cover
All areas of our service are covered by ISO/IEC 27001 certification.
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Other security certifications
Any other security certifications
  • Cyber Essentials
  • NHS Information Governance Level 3
  • IASME GDPR Self-assessment

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
ISO/IEC 27001
Information security policies and processes
Our information security policies and processes are as follows::
• Information Governance and Framework Policy
• Acceptable Use Policy
• Access Control Policy
• Confidentiality and Data Protection Policy
• Disaster Recovery and Business Continuity Plan
• Information Security Policy
• Information Sharing Policy
• Information Quality and Record Management Policy
• Privacy Policy
• Safeguarding Policy
• Subject Access Requests Policy
Polices are ratified at Board Level and cascaded to all staff by means of access to a shared policy folder. All new employees are notified of the process at induction. All policies are reveiwed annually.
As part of our ISO27001 accreditation, regular audits are carried out on each department; this enables us to ensure that policies are being adhered to correctly.
All staff are notified of any changes to policies and are informed by the Information Governance Lead when they are updated. All staff are responsible for accessing policies and ensuring they remain aware of them.
Our reporting structure is in line with Information Governance requirements. The Accountable Officer has overall responsibility and is supported by our Caldicott Guardian, Senior Information Risk Officer and Information Governance Lead.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Our configuration and change management process provides guidance for new system/service or change to an exisiting system/service:
• Privacy Impact Assessment completed (PIA).
• Meeting arranged with IG Lead to review responses and discuss sufficient concerns to justify the completion of PIA.
• IG Lead assesses completed PIA with consideration for potential security impact and legal compliance.
• If PIA identifies further IG issues, an action plan is developed on risk mitigation.
• Action plan is given to IG Lead for discussion with the Senior Information Risk Owner.
• All service components are tracked through version control during their lifetime.
Vulnerability management type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach
Our vulnerability management process conforms to the ISO 27001 standard.
We enter technical and operational vulnerabilities onto our corporate risk register.
Risks and vulnerabilities are judged by likelihood and impact then given a risk rating. Any high-level risks are logged and discussed by the Senior Management Team who decide if we should treat, transfer, tolerate or terminate that risk.
365 Response uses BitDefender and Heimdal to identify vulnerabilities and automatically update systems. We also report on the effectiveness of these systems monthly.
Protective monitoring type
Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach
365 Response use protective controls selected from ISO27001. The Statement of Applicability which lists controls is available.
We engage 3rd party suppliers to monitor our cloud based and internal systems.
Potential compromises are logged under our event and incident management process. All staff have responsibility to identify operational or technology related risks; we implement anti malware and virus technology, firewalls and technical vulnerability scanning. We respond to incidents and events immediately to understand, classify, act upon the threat if necessary. We have a security meeting to discuss recent events, incidents and operation problems affecting any of our information security systems.
Incident management type
Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach
Our Incident Management process ensures all incidents are managed and investigated correctly; and lessons learnt shared:
• Incidents can be reported internally, via email or telephone.
• On incident receipt, details are recorded onto an incident report form which is stored securely.
• The Compliance Team assigns an Incident Lead Officer.
• All remedial actions are completed to mitigate risk of recurrence and prevent further harm to service users/staff.
• External agencies are notified and the incident is graded.
• Incident management stages include investigation, analysis and reporting, follow-up, monitoring of actions, feedback. Reports are generated in Word format template.

Secure development

Approach to secure software development best practice
Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Connection to public sector networks


£0 to £175 per user per year
Discount for educational organisations
Free trial available

Service documents

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